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Troubleshooting: No Reply Received from WhatsApp Chatbot

If a message is sent to the WhatsApp number connected to the Merci Chatbot, but the sender does not receive any reply, follow the steps below to diagnose the issue.

1. Check Wallet Credits in WhatsApp Chatbot Panel

If the bot was previously working correctly and suddenly stops responding, the most common reason is insufficient wallet credits.

Action:

  • Log in to the WhatsApp Chatbot Panel.
  • Check whether sufficient credits are available in the wallet.
  • If the balance is low or zero, recharge the wallet immediately.

Without sufficient credits, the chatbot will not be able to send responses.

2. Verify Message Status in Merciglobal Cloud ERP

You can confirm whether messages are being sent from the system by checking the WhatsApp bot logs.

Navigation:

UTILITY → Logs → Wapp Bot Sent Log

What to check:

  • Locate the relevant message entry.
  • Check the response status.

If the log shows:

{accepted:true}

This indicates that the system has successfully sent the message request.

3. Conclusion

If:

  • Messages appear in Wapp Bot Sent Log, and
  • The status shows {accepted:true}

then the most likely cause is insufficient wallet balance in the WhatsApp Chatbot panel.

Recharge the wallet to restore normal chatbot responses.